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Prepare a customer for a reference call without scripting them

  • For Customer success managers
  • You practice Saying who it's for
  • Time about 5 minutes
  • Level Intermediate

About this exercise

Write the email from Lina to Oskar, who agreed to take a reference call. Subject line first (under 8 words), then "Hi Oskar,". Give the date, time and length, list exactly 3 bullets starting "-" with the topics the prospect may ask about, and say he is free to be honest and to skip any question. Do not give him answers to say and do not offer any gift. End with "Lina". Plain text, under 110 words.

Common mistakes when you ask AI for this

  • Scripting the answers. The AI adds talking points like "went live in 6 weeks". Try: Say: "Do not give him answers to say."
  • Offering a gift. The AI follows the marketing suggestion. Try: Say: "Do not offer any gift."
  • Missing logistics. The AI omits time or length. Try: Say: "Give the date, time (ET) and 30 minutes."
  • Getting markdown back. AI adds bold and headings by default, which show up as stray symbols where this is pasted. Try: Say "plain text, no bold, no headings, no asterisks".
  • Leaving the bullet count open. The AI keeps adding bullets until every detail is covered. Try: Name the cap: "at most N bullets, nothing else".
  • Trusting the AI to count words. The AI runs long and cannot count its own words. Try: Cap each part ("each line under 12 words") and add "under N words in total".
  • Leaving a requirement unstated. The AI follows its own defaults unless the prompt spells this out. Try: State it plainly in your prompt: the first line is a subject under 8 words, followed by 'Hi Oskar,', exactly three bullets starting '-', and the email ends with 'Lina'.

What a strong prompt includes

  • Greeting and sign-off
  • Logistics
  • Three topic bullets
  • No scripts or gifts
  • Asks for plain text
  • Caps the bullets
  • Sets a word cap

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